1. Parties, Scope and Contract Documents
These Terms are issued by Yinggu (Hangzhou) Education Technology Co., Ltd., trading under the Phoenix EDU and Phoenix Education brands ("Phoenix", "we", "us" or "our"). They apply when a user purchases or uses services through our website, customer service channels, payment pages, electronic contracting tools, teaching platforms or other approved channels.
The agreement for an order consists of these Terms, the applicable order or quotation, product description, service plan, any separately signed service contract and any written supplementary agreement. If documents conflict, a signed service contract or written supplementary agreement takes priority, followed by the order and product description, and then these Terms. Our Privacy Policy applies to personal information.
General descriptions in marketing materials, open classes or consultations help explain our services but do not guarantee a particular tutor, timetable, result, mark, admission, appeal outcome or refund. Only terms recorded in the order, specific contract or authorised written confirmation form part of the agreed service.
2. Eligibility and Authority
Users must have legal capacity to enter into a contract. A student under 18 should purchase and confirm services with a parent or guardian. A parent, guardian, friend or other person purchasing for a student confirms that they are authorised to do so and will make the relevant documents available to the student.
Users must provide accurate and complete information, promptly update material changes, and must not misuse another person's identity, payment instrument, school account or contact details. We may request verification and pause an order where fraud, unauthorised payment or security risk is reasonably suspected.
3. Online Acceptance and Contract Formation
A user accepts the contract documents by actively ticking the Terms and Privacy Policy boxes, confirming an order, electronically signing, clearly accepting by message or email, paying the agreed amount, or accepting commencement of the service. An online contract is formed when the order is successfully submitted or otherwise confirmed, unless a specific contract states otherwise.
We may retain the order reference, applicable terms version, tick-box record, contact details, timestamp, session or device information, payment status and subsequent service records as evidence of contract formation and performance.
Users should check the service name, student, amount, currency, units, timeframe, delivery method, urgency and contact details before payment. Oral statements cannot override academic-integrity requirements, statutory rights or written order terms. A promise concerning a specific result is valid only if recorded by an authorised representative in an applicable written agreement.
4. Services
Depending on the order, services may include group classes, one-to-one teaching, coursework support, examination preparation, dissertation and capstone guidance, research-method and data support, project-management support, human proofreading, language and formatting review, academic-appeal support, progression planning, application feedback, open classes, recordings, learning resources and other agreed educational services.
Historical product descriptions such as "managed dissertation support" do not mean ghostwriting, impersonation, submission on a student's behalf or completion of assessed work for the student. The precise scope, units, deadline, amendment rounds and deliverables are those stated in the order or service contract.
Services may be delivered by employees, contracted tutors, advisers, academic operations staff or vetted professional partners. Unless the appointment of a named person is expressly a core order term, we may make a reasonable replacement for reasons including expertise, time zone, availability, health, departure or quality control.
5. Fees, Prices and Payment
Fees are set out in the order, quotation or service contract and may depend on units, tutor level, complexity, volume of materials, urgency, amendment rounds, currency, tax and payment charges. Unless instalments are agreed in writing, payment is due before service commencement.
Promotions, complimentary units, trial services and discounts have no separate cash value and cannot be independently transferred, resold or refunded. Users must ensure that payment is lawful and authorised by the account holder. We may pause an order and request verification where a payment is duplicated, incorrect, disputed or suspicious.
Where a non-CNY payment is accepted, the applicable amount, currency, reference and bank charges must be confirmed before transfer. Exchange-rate movements and fees charged by the user's bank or payment provider are normally borne by the user unless agreed otherwise.
6. Service Commencement, Delivery and Duration
Following payment, we may immediately register the project, analyse requirements, shortlist or match tutors, reserve resources, arrange schedules, create a service group, review materials, prepare content, create files or provide access to digital materials. Any of these steps may constitute commencement of the service.
Lessons are delivered when made available or held at the agreed time. Files and feedback are delivered when sent to the agreed account, email, cloud folder or service group. Digital content is delivered when access is opened. Users are responsible for monitoring agreed communication channels and providing materials in time.
Deadlines depend on the user's timely cooperation and the scope agreed. Delays caused by late, incomplete or materially changed instructions may require rescheduling, scope revision or an additional fee. Unused units expire as stated in the order or specific contract and do not remain available indefinitely.
7. Scheduling, Changes, Lateness and Absence
Requests to reschedule a one-to-one or customised lesson should normally be made at least 24 hours in advance and require confirmation. A stricter rule may apply to urgent work or where stated in the order. A late cancellation, absence or substantial lateness may count as a delivered session because the tutor and time have been reserved.
If we must reschedule, we will notify the user and arrange a reasonable alternative. A confirmed group timetable may change where enrolment, university schedules or teaching needs reasonably require it.
8. Service-specific Rules
Classes and recordings
Class size, timetable, content, lecturer and recording-access period may change for reasonable teaching or enrolment reasons. Users must not share class links, accounts, recordings or resources.
Dissertations and projects
The student remains responsible for decisions, source verification, research ethics, data legality, compliance with supervisor instructions and final submission. A material change to the topic, method, data or deadline may require a revised plan and fee.
Proofreading and AI-related review
Proofreading improves language, clarity, structure and formatting within the agreed scope. It does not guarantee a mark or a particular result from Turnitin or another detection system, whose settings and algorithms are controlled by third parties.
Academic appeals
Appeal support is based on the information and evidence supplied. Institutions retain sole authority over procedure and outcomes, and no appeal result or processing time is guaranteed.
9. User Responsibilities
Users must provide lawful, accurate and complete materials; disclose the applicable school requirements, marking criteria and deadlines; attend and participate as agreed; review feedback promptly; protect account credentials; and make their own final academic decisions.
Users must not secretly record others, distribute confidential materials, harass staff, request prohibited work, misrepresent evidence or use services to breach law, school rules or another person's rights. The user is responsible for final checks and submission unless a written agreement expressly states otherwise.
10. Our Responsibilities
We will use reasonable professional care to understand the agreed needs, match suitable personnel, deliver the agreed service, communicate material scheduling changes and respond to substantiated quality concerns. We may monitor attendance, milestones and service records for quality and dispute handling.
We will refuse or stop requests that are unlawful, clearly dishonest, inconsistent with academic integrity or outside the agreed scope or our reasonable capability.
11. Academic Integrity and Prohibited Uses
Phoenix provides teaching, feedback and academic-skills support. We do not provide impersonation, examination-taking, fabricated evidence, deceptive submissions or other services intended to defeat academic assessment rules.
Users must comply with their institution's rules concerning tutoring, proofreading, collaboration, artificial intelligence, data and submission. Materials supplied by us should be used as teaching and feedback resources unless their permitted use is expressly stated otherwise.
We may refuse, limit or terminate a request and preserve relevant records where necessary to protect users, staff, institutional integrity or legal compliance.
12. Service Outcomes and Third-party Decisions
Marks, admissions, visas, scholarships, graduation, appeal decisions, plagiarism reports and AI-detection results depend on the user's work, institutional rules, assessors and third-party systems. We promise reasonable professional service but do not guarantee a specific result, score, ranking, processing time or third-party decision.
Case studies and testimonials describe individual circumstances and do not promise the same result for another user.
13. Intellectual Property and Licence
Phoenix and its tutors retain applicable rights in teaching systems, recordings, slides, templates, methods, question banks, feedback formats, platform content and branding. The user receives a personal, non-commercial and non-transferable licence to use purchased materials during the applicable service period.
Users must not reproduce, sell, publish, train commercial models on, share accounts for, remove notices from or otherwise exploit protected materials without permission. Users retain rights in their original work and grant us the limited rights needed to store, review, annotate and return it for service delivery.
14. Confidentiality, Testimonials and Case Use
Each party should protect non-public personal, teaching and commercial information obtained through the service, subject to limited disclosure needed for delivery, legal compliance, professional advice or dispute resolution.
We will not publicly identify a student or use identifiable work, images, recordings or testimonials for marketing without the required permission. Where an anonymised case is used, identifying details should be removed or generalised. Consent for optional marketing may be withdrawn for future use.
15. Communications, Accounts and Electronic Records
Order notices may be sent through the website account, WeChat, email, ClassIn, service group, SMS or another agreed channel. Users must keep their details current and monitor those channels.
Orders, tick-box records, electronic signatures, payment records, system logs, attendance, cloud-document history, file hashes and written communications may be retained and used as evidence of formation, performance, delivery and dispute handling, subject to applicable law and our Privacy Policy.
16. Cancellation, Refunds and Fee Confirmation
Except where Phoenix is fundamentally unable to perform and cannot provide a reasonable remedy, where the parties expressly agree otherwise in writing, or where mandatory law requires otherwise, fees are non-refundable once the service has commenced.
A user is not entitled to a refund merely because they change their mind, have a timetable conflict, do not attend, do not use or complete all units, become unreachable, provide late or incomplete materials, experience personal device or network problems, change course or dissertation direction, miss a deadline, experience a visa or personal-status change, prefer another tutor, or are dissatisfied with a decision made by a school or other third party.
If we approve cancellation before commencement, we may deduct payment charges and reasonable non-recoverable costs where lawful. If we cannot deliver a material part of a service and cannot provide a reasonable replacement, the parties will address the undelivered part in accordance with the written agreement and mandatory law. Any calculation must be reasonable and must not exclude rights that cannot lawfully be excluded.
A payment dispute or chargeback does not itself cancel a valid debt. The parties should first use the complaint process and provide the relevant order, payment and service records.
17. Suspension and Termination
We may refuse, suspend or terminate affected services where the user fails to pay, breaches these Terms, presents a security or fraud risk, requests dishonest conduct, infringes intellectual property, harasses personnel or may cause us to breach law or institutional rules. Where reasonably curable, an opportunity to correct the issue will normally be provided, except in urgent or serious cases.
Termination does not affect accrued payment obligations, confidentiality, intellectual-property rights, dispute provisions or other clauses intended to survive.
18. Third-party Platforms and Force Majeure
Teaching, payment, communication, cloud-document, AI-detection and school systems may be operated by third parties. We will provide reasonable assistance but are not responsible for outages, policy changes, algorithm differences, connectivity failures or decisions outside our reasonable control.
Where performance is delayed by natural disaster, epidemic, war, strike, government action, major power or network failure, school-system closure, legal change or another event that could not reasonably be prevented, affected obligations are suspended to the extent necessary. The parties should mitigate loss and discuss a reasonable reschedule or alternative.
19. Liability
To the extent permitted by law, our aggregate contractual liability relating to an order will not normally exceed the fees actually paid for the service giving rise to the claim. We are not responsible for avoidable loss, indirect loss, third-party decisions, school penalties, missed deadlines, or loss caused by inaccurate, incomplete or late user materials or by the user's breach of school rules.
Nothing in these Terms excludes liability or consumer rights that cannot lawfully be excluded or limited.
20. Complaints and Dispute Resolution
A complaint should identify the order, issue, relevant file version and supporting communication or timeline. We will investigate within a reasonable period and may propose continued performance, correction, an additional session, personnel replacement or another appropriate remedy.
The parties should preserve relevant evidence and act reasonably to prevent avoidable loss. A complaint does not automatically suspend unrelated payment obligations.
21. Governing Law and Jurisdiction
Formation, performance and interpretation of these Terms and related contracts are generally governed by the laws of the People's Republic of China. The parties should first seek an amicable resolution. If unresolved, either party may bring proceedings before a competent court at the domicile of Yinggu (Hangzhou) Education Technology Co., Ltd., subject to mandatory jurisdiction and consumer-protection rules.
22. Changes, Severability and Entire Agreement
We may update these Terms to reflect service, technical or legal changes. A change materially adverse to an already-paid order will not apply retrospectively without consent unless required by law.
If a provision is invalid or unenforceable, it will be adjusted or severed only to the necessary extent and the remainder continues in effect. Failure to enforce a right once is not a waiver. The contract documents described in Section 1 form the entire agreement for the relevant order.
23. Contact
Service provider: Yinggu (Hangzhou) Education Technology Co., Ltd.
Brand: Phoenix EDU / Phoenix Education
Customer service: Phoenix Education's official online consultation channel
Postal address: Room 1201-1, No. 58 Pinghai Road, Shangcheng District, Hangzhou, Zhejiang 310051, China